Tier 1 Helpdesk Engineer – Cloud & Infrastructure Support

About the role

KalSoft is seeking experienced Tier 1 Helpdesk Engineers to provide first-level technical support for cloud, infrastructure and enterprise environments. The role involves monitoring systems, handling incidents and supporting end-users in a 24 × 7 operational setting.

Key responsibilities

• Provide first-level technical support for cloud, infrastructure and enterprise environments
• Monitor systems, alerts, dashboards and operational tools
• Log, track, troubleshoot and escalate incidents
• Support end users with technical issues and service requests
• Coordinate with Tier 2 and Tier 3 teams for complex issue resolution
• Ensure compliance with SLA and support procedures
• Participate in rotational onsite and hybrid operational activities
• Maintain accurate documentation of incidents, resolutions and activities
• Monitor cloud infrastructure and security alerts
• Prepare daily operational and incident status reports
• Support enterprise IT operations and managed services activities
• Facilitate communication between users and technical teams
• Contribute to operational improvement and support optimization initiatives

Required profile

• Minimum 3 years of professional experience
• At least 2 years in IT Helpdesk, Technical Support or Service Desk environments
• Bachelor’s degree or diploma in Computer Science, Information Technology or a related field
• Experience in Azure Operations or Managed Services (preferred)
• Experience working in 24 × 7 support environments and enterprise operations
• Basic understanding of cloud infrastructure, networking and security concepts
• Experience with ticketing systems and monitoring platforms
• Strong communication and customer support skills
• Kuwait‑based candidates preferred or eligible for legal sponsorship in Kuwait

Required skills

• Azure (including AZ‑104 certification)
• Cloud infrastructure
• Monitoring platforms and tools
• Ticketing systems
• Networking concepts
• Security concepts
• Managed Services environments